Admin & Client Support Coordinator (0010-1433)

• Answer incoming calls from clients, families, Care Workers, vendors and prospective clients.
• Listen carefully, calm distressed callers and work with them towards a resolution.
• Record accurate call notes: caller details, request, urgency and required action.
• Direct each matter to the right team (Care Management, HR, Sales or Management) and confirm urgent items are received.
• Resolve routine enquiries directly once trained on the relevant process.

• Record client cancellations, Care Worker sick calls and other short-term changes.
• Update approved systems and notify affected staff and the coordination team.
• Confirm each change has been handed over and actioned.

• Follow up vendors and support the preparation and tracking of vendor agreements.
• Track documents awaiting signature, approval or information and chase them to completion.
• Keep files organised, version-controlled and stored in the approved location.
• Maintain a task tracker so every request is followed through to completion.

• Record new enquiries and book sales calls, consultations and follow-ups.
• Assist with recruitment admin, candidate scheduling and HR record keeping.
• Manage calendars, prepare correspondence and provide regular progress updates.

• 2+ years in administration, client service, call handling or a similar role.
• Experience supporting Australian clients or businesses.
• Excellent spoken and written English with a warm, clear and professional phone manner.
• High emotional intelligence and composure with distressed or demanding callers.
• Strong note-taking, organisation and follow-up skills.
• Confident across multiple systems, including cloud phone platforms, CRMs and shared drives.
• Good judgement on when to act and when to escalate.
• Highly trustworthy with confidential client and staff information.

• Experience in home care, aged care, disability (NDIS), health or community services.
• Familiarity with RingCentral or similar cloud telephony.
• Experience with rostering or care management software.

• Callers feel heard, reassured and confident their matter is in hand.
• Every call, referral and roster change is recorded accurately and promptly.
• Urgent and sensitive matters reach the right person quickly.
• Follow-ups are closed out and the business owner is kept informed.
• Consistent, reliable availability across both call windows.

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)